Autotask Tickets
March 23, 2022

Autotask Tickets

Felix Daniel Bravo Pérez, PMP, CAPM | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Datto Autotask PSA

Every day we receive service request from clients or we used to report work in different clients. We enter information on tasks done to solve the issue reported by the different clients we serve. To report cases, work done, etc, it's very helpful and let you to control the hours used again the hours assigned. You can insert your tasks without problem, and multiple consultant can work in the same ticket (issue, report or work done). Automatically can email to the responsible of the ticket or the client whom open the ticket. The tickets can be included in a database knowledge for future reference. I tried to used to control projects, human resource and their efforts during the project, but the times I have tried, it is not so friendly. The report capability I think they are not friendly and limited. In the other hand, the supervisors can check the work done by the consultants, according to the roles assigned. The query for tickets can be tricky sometimes, and it opens a lot of windows, depending on what are you consulting or updating in the application. Most of my consultants only get into Autotask to enter information about the tickets. I have to do a little more, but I supose my boss, who has a more strong role using the app can do much more.
  • Creating Tickets for client issues
  • Sending emails notifying people involve
  • Updating tickets it is usually fast
  • Your tickets solves and completed can be part of your solution knowledge
  • Don't like very much UX
  • Querying tickets get tricky
  • Project management could be complicated
  • Tickets created for client work
  • Control of the work done by consultants
  • Have been a tool that let our organization control the request received from our clients
  • control our response time for our clients
  • To accomplish times of our SLA

Do you think Datto Autotask PSA delivers good value for the price?

Yes

Are you happy with Datto Autotask PSA's feature set?

Yes

Did Datto Autotask PSA live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Datto Autotask PSA go as expected?

I wasn't involved with the implementation phase

Would you buy Datto Autotask PSA again?

Yes

Creating tickets for control of the job done, solutions applied and using for future references. besides has a good manage of tickets for reports and control. In my experience, when I had tried for projects, have been dissapointed, can of very complicate, defining stages of the project, task, duration and persons involved it is not easy, at least for me.

Autotask PSA Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
6
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Change requests repository
7
Change calendar
7
Service-level management
7